Policies

Hair of the Dog Pet Spa LLC Policies and Procedures 
Please read through the following policies and procedures and sign at the bottom of the page prior to your first grooming appointment. Hair of the Dog Pet Spa strives to provide the best possible care for your pet while they are in our care, and these policies help protect your dog and our groomer.

Services/Communication: Mobile grooming is considered a luxury, convenient service. Once your pet is in our van, we will bathe, dry, and groom your pet to your specifications and return your pet to your home. We dry every dog straight through and typically do not use kennels. This means your dog will have one on one contact with the groomer the entire time and never be left unattended. We ask for text communication while your pet is in our care; please do not approach or knock on the grooming van as this can be very dangerous with our sharp tools. We are happy to answer any questions you may have, and value effective communication between groomer and client.  

Injury: Should an injury occur, we will alert you as soon as possible and proceed together on the best choice. An injury caused by Hair of the Dog Pet Spa employees will be paid for by Hair of the Dog Pet Spa if veterinarian counsel is needed or required. Communication between Hair of the Dog Pet Spa and your veterinarian is mandatory in the event of veterinarian bill payment/reimbursement. Please alert us to any pre-existing conditions, so we can do our best not to aggravate them. Groomer caused injuries include: cuts, scrapes, minor bruising, etc. They do not include existing conditions such as: torn ACL, seizures, bladder infection, ear infection, or any injury caused from extreme matting and/or owner neglect, etc. 

Cancellations/Late Fees: It is the client’s responsibility to keep track of their scheduled appointments; however, Hair of the Dog Pet Spa will send a courtesy text 2 days before your appointment to remind you, and to request confirmation. Due to the nature of mobile grooming, last minute cancellations directly affect the groomer’s income since the appointment cannot be filled. Cancellations must be made at least 24 hours before your appointment. If you need to cancel within 24 hours, a $50 cancellation fee will apply. If we arrive at the appointment and cannot access your dog, or if you choose not to have your dog groomed, you will be responsible for the total cost of the missed appointment. Multiple last-minute cancellations may result in removal from our client list. On rare occasions, Hair of the Dog Pet Spa may need to cancel/change your appointment due to equipment failure, weather, illness, etc. We will make every effort to contact you before your appointment, and reschedule your dog as soon as possible. 

Scheduling: We understand that schedules are busy, but we do ask to be a part of your schedule at regular intervals. Pre-booking is recommended, and if declined, we cannot guarantee an appointment for your pet. Appointments made for terms longer than 8 weeks require more time per grooming session and your price will reflect the additional time taken. As a mobile service, our schedule is subject to interruptions and delays including traffic, construction, refueling, etc. Hair of the Dog Pet Spa will make every effort to alert you to delays, and will send a text message when we are on our way with our current ETA. 

Payment: Payment is due at the time of service. Hair of the Dog Pet Spa accepts cash, checks, and debit/credit cards. Please note, our groomers do not carry change with them for their safety. Please make checks out to "Hair of the Dog Pet Spa LLC". Bounced checks will incur a fee of $25, plus any bank fees. No further service will be provided until the balance is paid. Client understands that all quoted grooming prices are estimates and may be increased/decreased based on coat condition, skin condition, special handling, size, and temperament. Because we charge an hourly rate, your price reflects the amount of time the dog takes to groom.

Matted or Neglected Coat: Hair of the Dog Pet Spa understands that mats sometimes happen. If matting is present, brushing may sometimes be done (additional fees apply). We will always keep the dogs comfort in mind, and will not demat for more than 30 minutes. If the mats are excessive or too close to the skin, we may be required to shave your dog. The client understands that they are responsible for the condition of their pet’s coat and will not hold Hair of the Dog Pet Spa responsible in the event of adverse effects of mat removal. This includes but is not limited to itching, irritation, skin conditions, nicks or abrasions due to moles, warts or skin folds, changes in their dog’s coat texture/growth, sunburn, temporary change in behavior after shaving, and hematomas. We will make every effort to minimize any reactions, and will always have a discussion with you before shaving your dog. 

Vaccinations: Clients are responsible for vaccinating their pets, and Hair of the Dog Pet Spa will not be held responsible for any illness resulting from a lack of vaccinations. In some cases you may be required to show proof of a rabies vaccine. 

Latchkey Service: Hair of the Dog Pet Spa offers latchkey service for repeat customers. The client must provide a key, garage code, etc., and payment must be available at the appointment time. Dogs must be contained to a specific area, where they will be returned when the appointment is finished. If we cannot access your dog, you may be subject to a missed appointment fee. We will send you text updates through the duration of your appointment.

Safety/Behavior: Dogs must be on a leash when walking to and from the grooming van. Due to insurance restrictions, clients are not allowed in the mobile grooming van during grooming. If you would like to see the van before the appointment begins, please let us know and we will be happy to show you. If your dog has a history of biting, please inform us of this when booking your appointment so we can do our best to prevent injury to the groomer or the dog. Hair of the Dog Pet Spa reserves the right to use restraining equipment including but not limited to leashes, muzzles, soft collars, and grooming loops, should they be required. Hair of the Dog Pet Spa reserves the right to stop the groom at any point during service, and payment for the time spent grooming is due.

Senior Pets and Health Conditions: Because senior pets have a greater chance of groom accidents or becoming stressed during their appointment, they will be groomed for cleanliness and comfort. Hair of the Dog Pet Spa will exercise responsible care to prevent injury or illness to pets; however, in the event of an accident, the owner will not hold Hair of the Dog Pet Spa liable.

Fleas and Ticks: Hair of the Dog Pet Spa will not accept dogs with a flea or tick infestation. Should we discover a few fleas during the grooming process, your dog will immediately receive a flea bath and you will be charged a flea bath/cleaning fee of $20. This fee is to cover the additional product, as well as a full cleaning/sanitation of the salon. Our flea shampoo will kill all fleas on your dog; however, this is not a preventative and you will need to treat your house and your dog to eliminate the problem. 

Complaints: We ask that you communicate with us if you are not pleased with your service within 24 hours. Perfection can't always be obtained when working with animals, but we will do our best to rectify the service given.